Legal
Cancellation, No-Show and Late Arrival Policy
Customers can cancel free up to 24 hours before an appointment; after that, a fee applies that pays the provider for the time slot they held. Providers who cancel late or don't show up refund the customer in full and fund a credit for them.
1. Customer cancellations and reschedules
| When you cancel | Fee | Where the fee goes |
|---|---|---|
| 24 hours or more before the start time | Free | No fee |
| 2 to 24 hours before | 25% of the service price (minimum $10) | Provider, less Freshd's 10% platform fee |
| Less than 2 hours before, or no-show | 50% of the service price (minimum $20) | Provider, less Freshd's 10% platform fee |
- Reschedules follow the same timing. One reschedule per booking is free if made at least 2 hours before the start time and the new time is within 7 days with the same provider.
- Courtesy waiver: a provider may waive any fee for their own customer at their discretion.
- How fees are charged: your saved payment method is authorized when you book. Fees are charged automatically, and you get an email receipt.
2. Customer no-shows
An appointment counts as a customer no-show when the provider arrives on time and, within 15 minutes:
- the customer can't be reached through the Freshd app (message and call), and
- the vehicle isn't available, accessible, or at the booked address.
It also counts as a no-show if the service can't be done because of conditions the customer controls, such as a locked or blocked vehicle, no safe and legal place to work, or missing water or power access that the listing said was required.
The provider must check in through the app on arrival and upload a timestamped photo of the location before a no-show fee is charged.
3. Customer late arrival
Providers wait 15 minutes. After that, the provider may either shorten the service to fit their schedule (full price still applies) or mark the appointment a no-show.
4. Provider cancellations, lateness and no-shows
| What happens | Customer gets | Provider consequence |
|---|---|---|
| Provider cancels 24+ hours before | Full refund | None, but must offer a new time if available |
| Provider cancels less than 24 hours before | Full refund + $10 Freshd credit | $10 deducted from next payout; 1 strike |
| Provider is more than 15 minutes late without notice | Option to cancel for a full refund + $10 credit | Treated as a late cancellation if the customer cancels |
| Provider no-show (not arrived 30 minutes after start, no notice) | Full refund + $20 Freshd credit | $20 deducted from next payout; 2 strikes |
- Strikes: 3 strikes within 90 days triggers an account review. Freshd may limit bookings, suspend, or remove the provider.
5. Weather and emergencies
Either side may reschedule or cancel free for severe weather that makes mobile service unsafe or impractical, a documented emergency (medical, accident, vehicle breakdown), or road closures. Repeated use of this exception may be reviewed.
6. Disputes
Either side may dispute a fee or no-show within 48 hours through support@freshd.app. Freshd reviews the app's check-in data, messages and photos, and may reverse or adjust any fee. Freshd's decision settles the matter on the platform; it does not limit any legal rights either side has.